ER: SRM Accelerator For Oracle Service Cloud Automation

(Doc ID 2333713.1)

Last updated on NOVEMBER 29, 2017

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A to N/A [Release V1]
Information in this document applies to any platform.

Goal

Enhancement Request
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Send messages from SRM to Rightnow automatically based on specific situations.

The use case would be:

1- Messages arrives to SRM
2- Messages are labeled automatically based on their content
3- Only some messages are sent to Service Cloud automatically based on their label. For example, every message that includes the label named ?Contact Center? will send to Service Cloud automatically. And every message that includes the label named ?Marketing? will be managed in SRM by a specific team. This team will not have access to Service Cloud.

Solution

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